Last updated: 2024-05-29

Source: https://support.freshservice.com/support/solutions/articles/50000003339-migrating-freshservice-sso-to-freshworks-organization

What is the Freshworks Organization?

Disparate administration settings across multiple accounts and products are always difficult to control and manage. From password policies to user management, a unified approach to managing them across products enables admins to have more centralized control.

Introducing Freshworks Organization which comes with,

  • A centralized dashboard for user management and security settings across Freshworks products that you use
  • A unified login experience for your requesters and agents
  • A Switcher for users to seamlessly navigate between other Freshworks accounts and products.

    • You can read more about Freshworks Organization in our article here.

    How do I upgrade to Freshworks Organisation?

    Since your Freshservice account is currently SSO enabled, we have enabled a self-service wizard to help you migrate your Freshservice SSO configuration to Freshworks Organization. To migrate and upgrade to Freshworks organization:

  • Navigate to Admin settings > Service Desk Security in your Freshservice Account.
  • You will now see a two-step, self-service migration wizard enabled.

    • Step 1:

    In this step, you need to activate your Freshworks Organization account and set up your SSO on the Organization’s console.

  • Check your mail for an activation email and click on the link to activate your Freshworks Organization account.

    • Note: If you are upgrading to an existing organization account, you can skip this activation step and get started with setting up your SSO in the organization’s security module.

  • You will now be redirected to a Freshworks Organization Account activation page, where you can set up your account either by entering your profile information or using Google login.
  • Now, navigate back to your Freshservice Service Desk security page and click on Go to Freshworks Security to create your SSO policies in your Organization account. You can find setup guides for all major SSO providers here.

    • Heads-up: If you’re using a SAML-based identity provider, ensure that all your Freshservice users can seamlessly login post-migration by adding them to the Freshworks application that you have installed.

    Setting in FreshserviceEquivalent Setting in Freshworks OrganizationDocumentation
    Simple SSOJWThttps://support.freshworks.com/en/support/solutions/articles/50000000670
    SAML SSOSAML - OneLoginhttps://support.freshworks.com/en/support/solutions/articles/240106
    SAML - Oktahttps://support.freshworks.com/en/support/solutions/articles/50000002353
    SAML - ADFShttps://support.freshworks.com/en/support/solutions/articles/50000002355
    SAML - Azure ADhttps://support.freshworks.com/en/support/solutions/articles/50000002354
    SAML - Other IdPshttps://support.freshworks.com/support/solutions/articles/237923
    Other SSO StandardsOAuth 2.0https://support.freshworks.com/en/support/solutions/articles/238672
    OIDChttps://support.freshworks.com/en/support/solutions/articles/238307
  • Once you complete your SSO setup navigate back to Freshservice’s service desk security page and refresh it.

    • Note:

    1. You need to create at least one SSO in the Freshworks organization to proceed to step 2.

    2. To enable login into Freshworks Organization until your SSO setup is complete, ensure that password-based / Google login is turned on. Post-migration, this can be disabled if required.

    3. /login/normal can be accessed only by Organization admins going forward. For more details on the changes expected with the Freshworks Organization upgrade, refer to our detailed documentation here.

    Step 2:

    In this step, you need to test your SSO setup to ensure that it works with your Freshworks Organization.

  • Refresh your Freshservice Service Desk Security page to enable Step 2. Click on Test to test your SSO setup in the Freshworks Organization.
  • Click on Sign in with SSO from the Freshworks login page and log in using your credentials.
  • If your SSO policy has been set up successfully, you will be able to login with your credentials and you will see a success message.
  • Now click on Go to Service Desk Security Page.

    • Step 3:

    This is the final step to upgrade your account to Freshworks Organization.

  • Once you’ve completed both steps, your Upgrade button will be enabled. Click on it.
  • If you want to ensure that your agents/requesters only using the SSO login that you've setup, disable Password-based login / Google login if you had enabled it earlier for troubleshooting. set up
  • Once you click on it, you’ll get a confirmation prompt here to ensure that all your users are mapped to the Freshworks application in the identity platform before proceeding with the upgrade. Note that when you click Upgrade, all your Freshservice users may be logged out and they may have to log in again using Freshworks Organization SSO.
  • Click on Upgrade to complete the migration process.

    • Faq

    1\. How to remove the Freshworks login and have only SSO enabled for all users?

    Only organization admins can perform this action. Navigate to your organization portal, go to Security, select Default Login Method, and disable the Freshworks Login.